Careers

Department: Student Finance
Salary/Grade: EXS/7

Job Summary:

Reporting to the Student Finance Associate Director for Operations, the Manager, Customer Accounts leads the service team responsible for customer service and account management. Together they ensure accurate and compliant account management and quality service delivery to students, parents, sponsors, and internal partners

Specific Responsibilities:

Team Supervision

• Manage and lead the team responsible for customer support regarding tuition and fee accounts.
• Develop and maintain a shared knowledge base and training to ensure that staff is continually trained with regards to applicable policies, procedures, and systems.
• Develop metrics and goals for customer support staff, manage schedule of coverage for service channels.

Customer Service

• Serve as subject matter expert and point of escalation for customer support team and wider community. Provide back-up for staff during peak periods and absences.
• Serve as liaison for schools and units with student account questions and concerns regarding student and parent service delivery.  Develop and maintain excellent working relationship with partners in units which work with Student Finance.

Account Management

• Understand and provide oversight of all student account activity, including but not limited to; charges, holds, payments and refunds.  Perform detailed transaction audits to verify account activity.
• Manage, generate, and maintain various records and reports related to student account activity, including, but not limited to; invoices, payment plans and tax forms.
• Resolve complex issues and use sound judgement to determine when escalation to unit and university leadership is needed.

Compliance and Regulatory

• Ensure that student academic and financial data is maintained and managed with integrity and in compliance with Family Educational Rights and Privacy Act (FERPA), federal and state rules and regulations, University policies, and other regulatory requirements.
• Develop and document policies and procedures for improved efficiency and customer service in accordance with the unit’s goals and objectives.

Miscellaneous

• Performs other duties as assigned.

Minimum Qualifications:

• Bachelor’s degree in accounting, business administration, or a related field OR appropriate combination of education and experience
• 2 years’ experience in a high-volume customer service area

Minimum Competencies: (Skills, knowledge, and abilities.)

• Excellent customer service and communication skills
• Excellent organizational skills and attention to detail
• Proficiency with Excel
• Proficiency with basic accounting

Preferred Qualifications:

• Experience in Student Finance (Bursar) area of a college or university
• 3+ years’ supervisory experience in a customer service setting

Preferred Competencies: (Skills, knowledge, and abilities)

• Experience with Oracle Student/PeopleSoft Campus Solutions

Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life’s challenges and opportunities, and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you’re interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern requires all staff and faculty to be vaccinated against COVID-19, subject to limited exceptions. For more information, please visit our COVID-19 and Campus Updates website.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information on EEO is the Law.
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